Part 1 overview of mc trade co ,ltd – the ann hotel

TABLES OF CONTENTS Introduction List of abbreviations List of tables and charts Part 1: Overview of M&C TRADE CO.,LTD – The Ann Hotel………………………… 1.1 General Introduction of M&C TRADE CO.,LTD – The Ann Hotel 1.1.1 M&C TRADE CO.,LTD 1.1.2 The Ann Hotel 1.2 Foundation History of M&C TRADE CO.,LTD – The Ann Hotel 1.1.2.1 Foundation History of M&C TRADE CO.,LTD 1.1.2.2 Foundation History of The Ann Hotel 1.3 Major business areas 1.4 Organizational structure Part 2: The Ann’s business Results Analysis 2.1 Core markets, products and services 2.1.1 Core markets and partners 2.1.2 Key products and services 2.2 The Ann’s business results analysis 2.2.1 Business results in the year of 2015 2.2.2 2015 business results analysis 2.3 Strengths and weaknesses evaluation on the use of English in The Ann Hotel……… 2.3.1 Strengths and weaknesses in using English of The Ann Hotel 2.3.2 Suggestion of solutions to improve the use of English Part 3: The Ann Hotel’s existing problems 3.1 Achievements ,limitations and solutions for competitive market…………………… 3.2 Achievements, limitations and solutions for human resource ……………………… Conclusion References   List of abbreviations Co., Ltd = Company Limited VND : Vietnam Dong F & B : food and beverage List of tables and charts Table 1: Characteristics of the standard room Diagram 1.1: Organizational structure chart of The Ann hotel Diagram 2: Some typical partners of The Ann hotel Table 2: The outcome of business performance at The Ann hotel 2015 INTRODUCTION In the context of rapid economic development in recent years, Vietnamese tourism and hospitality have developed rapidly and diversely It is regarded as a key industrial sector making important contributions to address the surplus labor, and to promote other industries including Aviation, Post office, Banks, Construction, Transportation, Food processing, Handicrafts , etc In modern society, material and spiritual life are improving significantly, the demand of the relaxation, recreation participating in attractive programs of tourism, experiencing relaxed and quiet modern hotels, and enthusiastic service is becoming popular increasingly Therefore, in order to seize upon the opportunity and exploit the potential of this field, M&C TRADE CO.,LTD has promoted their business in the hospitality sector with the opening of the star hotel The Ann The Ann hotel is a reliable destination for both domestic and international visitors when they come to Hanoi capital with modern amenities and professional service style Being recommended and allowed by faculty of English – Vietnam University of Commerce, I have gratefully experienced as a trainee in sales office of The Ann hotel After one month (from 04/01/2016 to 28/01/2016), under the valuable support and instruction of managers and colleagues in the company, I was able to apply the knowledge obtained at university into practice, meanwhile collecting basic information to complete my internship report I would like to express my gratitude toward teachers at Faculty of English – Vietnam University of Commerce as well as my managers and colleagues in The Ann hotel Especially, I would love to express my sincere thanks to my beloved supervisor – Ms Do Bich Dao who has helped me a lot to fulfill my internship report I look forward to receiving comments and suggestions in order to perfect my internship report Hanoi, February 4, 2016 Student Phan Thi Mai PART 1: OVERVIEW OF M&C TRADE CO.,LTD – THE ANN HOTEL 1.1 General information 1.1.1 General introduction about M&C TRADE CO.,LTD English trade name : M & C TRADE CO., LTD Tax code Address : 0102842559 : No 91 Hue street ,Ngo Thi Nham ward, Hai Ba Trung District, Hanoi Legal representative: GM Pham Hoang Trung Licensing day : 07/28/2008 Operating day : 06/08/2008 Phone : 39448018/39448019 Fax : 39448019 1.1.2 The Ann Hanoi hotel Address: No 38A Hang Chuoi - Hanoi - Vietnam Tel: +84 438713838 Fax: +84 3972 9503 Email: info@theann.com.vn Website: http://theann.com.vn/ Legal representative: General Director Nguyen Quoc Hoan 1.2 The process of foundation and development 1.2.1 The process of foundation and development of M&C TRADE CO.,LTD On 28 July, 2008, Prime Minister issued the document No 2102 / TTg-DMDN approving the establishment of the company M&C TRADE CO.,LTD On 06 August 2008, Ministry of Finance made decision No 1135 / QD-BTNMT on licensing officially for the operation of TRADING AND TRAVEL VIETNAM M&C With the orientation of 2020, M&C TRADE CO.,LTD will develop into the group who specializes in largest tourism and hospitality service in Hanoi capital with 100% private capital, performing in the form of parent - subsidiary company The Corporation has operated with authorized capital of 148.372.000.000 VND M&C TRADE CO.,LTD has worked mainly in the fields       Doing Real estate business, land rent, office work Providing standard star hotel system in Hanoi and Ho Chi Minh City Working Food & Beverage retailing , tobacco and tourism services Providing Package tours, road passenger transport Providing catering services, wedding receptions, birthday under contracts Supplying services related to the promotion, advertising and organizing tours for companies in the tourism and hospitality sector 1.2.2 The process of foundation and development of The Ann Hanoi hotel 1.2.2.1 Foundation History of The Ann Hanoi hotel On 13 May , M&C TRADE CO.,LTD officially celebrated the opening of star hotel The Ann Hanoi which is located at 38A Hang Chuoi - Hanoi 1.2.2.2 Geographic Location of The Ann Hanoi hotel The Ann Hanoi is located at 38A Hang Chuoi – Hanoi The Ann Hanoi is situated within a radius of 1.5 km from the Dong Xuan market and 800m from Hoan Kiem Lake The hotel is also 900 meters far from the Opera House, Vietnamese Historical Museum and km from Ba Dinh Square Its geographic location is convenient for travelling and exploring Hanoi’s center for both domestic and foreign tourists 1.2.2.3 The facilities of The Ann hotel The Ann Hanoi hotel consists of 69 Deluxe rooms, 32 Premium rooms, suites, service bedroom, 2-room serviced apartment, bedrooms Besides, the hotel also has meeting rooms which can accommodate up to 92 people Besides the system of 107 rooms and apartments is equipped with stylish furniture Restaurants The Onyx House and Lounge A stylish bar help guests to relax with music, drinks and enjoy the beauty of Hanoi Rooms at The Ann Hanoi Hotel have seating area, cable TV, air conditioning and balcony The Ann Hanoi Hotel has a fitness center, 24-hour service, special support and laundry The hotel also offers conference rooms and complimentary services including swimming pool, gymnasium, steam room 1.3 Main services provided by The Ann hotel The Ann Hanoi operates mainly in the areas directly to tourism - hospitality, specifically as follows : - Accommodation services : The most important demand of tourists when they travel to Hanoi is the accommodation The current total number of rooms is 107 rooms and suites designed in a 8-floor building with 2000 seats Spacious and fresh rooms system is equipped with modern furniture to give the feeling of comfort and safety With reasonable prices, The Ann hotel has attracted the attention of many domestic and international customers, especially visitors from Europe  Standard room Number of bedrooms Room areas Numbers of adults and one child Connected rooms Kind of bed King bed (2m×2m) Numbers of bathrooms 32m2 being arranged when receiving demand Table 1: Characteristics of the standard room This is the most common type of room in hotels accounting for more than half of the total number of rooms Some rooms are located primarily in the 2nd and 3rd floor with an average area of 32 m2 with very adequate facilities to meet the demands of guests Rooms normally have to single beds or one double- bed The system of curtains, blanket, pillows are chosen carefully with harmonious design Rooms have a desk, a phone, a wardrobe with a remote control system connected to international cable TV, one air conditioning, refrigerator and modern bathroom  Deluxe rooms Magnificent architecture and unique design give privacy , warmth and relaxation to apartments With stunning views of the cityscape, apartments are equipped with comfortable amenities for customers to have a sense of belonging to here The Ann hotel has 62 luxury rooms on the 7th and 8th floors, light rooms with a balcony to admire splendid beauty of Hanoi at night Deluxe rooms have similar equipment like the standard rooms with extra sinks bath, coffee and luxury furniture With the number of 62 deluxe rooms,we can meet all customer needs, increase satisfaction, create the attraction for you • Conference-meeting room In order to meet the demand of renting rooms for events and conferences with large scale ,advanced equipment and professional process of agencies, organizations, businesses in Hanoi, The Ann Hanoi has invested and built models of conference rooms with large scope and professional style Area of meeting rooms : system of conference rooms in Asean Resort & Spa has an area from 70m2 to 200 m2 The capacity of conference rooms is up to 100 people for large rooms Supporting devices: All conference rooms are equipped with projectors, speakers with the capacity of up to 1000W /speakers, wireless high speed internet, high power lights Other options: Organizing outdoor workshop program with spacious atmosphere , harmony with nature Suitable for : Enterprises, agencies and organizations Food and Beverage service : In addition to accommodation service,The Ann hotel has focused on F&B service There are many excellent chefs, diverse dishes serving the demand of numerous customers from different countries and meet the 24/24 request The revenue from services is very high Director has focused on upgrading facilities to better serve with the system of Onyx House restaurant and stylish The Lounge A bar Enthusiastic and attentive staffs work with standard process There are many kinds of parties serving breakfast including breakfast , buffet, wedding party, conference party, birthday Additional Services: In addition to these services above ,The Ann Hanoi hotel also has many other additional services such as car rent, laundry, visa procedures, passport, telephone service, massage service, karaoke, and sauna There are also many stores selling souvenirs, pool service upon request 1.4 Organizational structure of The Ann hotel Diagram 1.1: Organizational structure chart of The Ann hotel Roles and functions of departments in The Ann hotel:  Board of directors Board of directors is responsible for the entire operation of the hotel such as building organizational structure, recruiting, managing personnel, ormulating and implementing of the plan such as marketing, sales, customer care Board of directors has responsibility to continue improvement in all aspects of the hotel in terms of product quality and operations through training and supervision  HR Management Department Frequent personnel inspection, timely supplement, ensuring the training staff, paying the salary for staffs on time, addressing issues related to human resources, the regulations of the Hotel ‘s staffs 10  Finance – Accounting Department Its responsibility is to monitor of financial activities in the hotel regularly, control the cashing and purchasing, state budget contributions From the daily statistics, financial statements Finance – Accounting Department is responsible for the purchase and import of items needed by the divisions in the hotel  Sales Department Sales department often manages the entire business activities including setting up a business plan, reseaching and analyzing hotels market, building customer incentives, market seeking and implementing promotional activities to potential customers  Reception Division Reception Division is a place for opening the contacts between guests and the hotel Receptionists play role in welcoming, arranging rooms and introducing related services to customers In addition, they take charge of setting property registration procedures, related services to meet customer needs  Security and Engineering Division This division is responsible for business operations of the kitchen and facilities management of goods and material resources of the kitchen, chiefs and personnel, updating and implementing all requirements of the guests on dishes through receptionists They are in charge of the guest rooms ,ensuring the hygienic quality with standards of four-star hotel Staffs of this division have task of sanitation, cleaning rooms and process property  Security – Engineering Division Repairing and maintenance of all equipment on site including water, electricity, machinery and materials, regular inspection and maintenance of equipment to avoid damage Protecting the security and order of the hotel 24/24 with clear check-in and check-out operation PART : BUSINESS ACTIVITIES OF THE ANN HOTEL 2.1 The Main Markets of The Ann Hotel In reality, Hanoi where M&C TRADE CO.,LTD was founded is also the main business market for The Ann hotel A number of tourists and business travelers coming to Hanoi capital, we can realize that the demand for having a place to rest in the luxurious hotel, with professional service is becoming more vibrantly Besides, global economic 11 development, investment, transfer, transactions among countries become more popular; as a result, the hospitality sector is also focused in recent years A huge number of professional and experienced staffs , The Ann Hanoi hotel always provides the best services for customers domestically and internationally 2.1.1 The market of travellers in Hanoi Hanoi is an attractive and unique tourist destination for both domestic and foreign tourists It is not only the capital where compiles cultural - political - economic development of the country, but it also consists of special beauty It is famous for the ancient architectural beauty, unique food culture and the hospitable behaviour of citizens The tourism industry has flourished strongly and obtained many considerable results in recent years Therefore, in recent years, there are many hotels and businesses established to meet the demand of the large number of tourists The tourism – hospitality industry in Hanoi has the orientation to concentrate on customers from Japan, South Korea, Malaysia, Singapore, Russia and some Eastern European countries such as Poland, the Czech Republic, Hungary Especially, Japan is the most crucial market for many hotels in Hanoi Although The Ann Hanoi has just opened and put into the operation in a short period, it caught many opportunities to develop its business basing on the tourism potential The Ann’s workforce masters many foreign languages, therefore this hotel has attracted many tourists coming mainly from the US, Australia, Finland, Canada, especially in Japan With the purpose of focusing and attracting tourists and foreign business travellers to choose The Ann as the first destination, The Ann Hanoi hotel has organized a variety of promotion programs , appealing discounts, especially attached services As a result, The Ann Hanoi always achieves good revenues and gains over 75% of reservations during its operating process 2.1.2 The market of business workers coming to Hanoi In the context of considerable economic development and trade cooperation among regions, the demand of direct work, negotiation with partners is increasing significantly In fact, the market of business workers has formed and developed in wealthy countries 12 for a long time However this is still a new market, a promising market for the hospitality sector in Vietnam According to the definition from WTO, travellers for the purpose of civil service such as conferences and seminars, meetings, fairs and exhibitions ,cultural exchange , discussion with partners, etc are business workers Being aware of the potential of business travelers which is growing in economic ,political cultural center in Hanoi, the hotel The Ann has focused on auditorium design, deluxe apartments ,9 conference rooms accommodating up to 100 people, nearly 20 modern designed rooms serving for business workers in Hanoi In fact, visitors from the US, Japan, Korea, Singapore have high requirements of profession, meticulousness and punctuality in working style and services The Ann Hanoi is proud of a new standard four star hotel in Hanoi with thorough recruitment process to select a team of professional staffs with standard of the language and enthusiasm at work Business travellers come from many different countries, The Ann not only provides many specialized services in the hospitality field such as accommodation, food and beverage,but also works as an intermediary in the process of working and solving visa, passport, flight procedures, urban transportation for customers 2.2 The major partners of The Ann Hanoi hotel The hotel aims at serving all-in package for tourists and business workers with the service system of urban transportation, bank credit, food and beverage The Ann hotel’s business operation has good relationship with many related partners The Ann typical Hanoi’s partners including Hanoitourist, Techcombank, Vietnam Mytour, Newway Hanoi transportation 13 Diagram : Some typical partners of The Ann hotel 2.3 The analysis of The Ann hotel’s business operation In order to assess an overview of business performance at The Ann Hanoi 2015, we rely on the following business result table : No Expenses Code Total revenue million Accommodation revenue Quarter (June – September) 33.000 Proportion % Food and beverage revenue million 15.200 16,500 46,06 46,6 17,000 17,920 51,51 50,7 800 980 2,4 2,7 million Propotion Additional services revenue Propotion Quarter (September-December) 35,400 % million % million 23,760 Total cost Cost Ratio % 72 10 Budget Submission Million 3.500 14 24,780 70 3.800 11 Income after tax Million 3.740 6.820 12 Labor ratio % 17,4% 19,26% 13 Direct workers 14 propotion 15 Indirect workers People 16 propotion 17 105 135 87,5% 90% 15 22 % 10% 22% Total payroll Million 144 210 18 Average income Million 1,2 1,4 19 Capacity % 65% 70% million 22.000 22.900 15.400 15.801 69% 20 Business total capital People % 21 Fixed capital million 22 Proportion % 70% 23 Current capital million 6.600 7.009 24 Propotion % 30% 33% Table : The outcome of business performance at The Ann hotel 2015 2.4 The evaluation of business operation at The Ann hotel The data has shown that The Ann operated well in terms of business management in previous years All expenses from the quarter increased significantly compared with those of quarter 15 In fact, the quarter 4’s total revenue was 35,400 (million) increasing by 5.400 million compared to quarter ( 33,000) Regarding three main types of services at The Ann hotel, accommodation revenue accounted for the biggest revenue in general business activity Quarter 4’s total expenditure was higher than that of quarter by 1,020 million (up 29.4%) According to after-tax interest rate indicators quarter reached 3.740 (million), quarter with 6820 (million) It is clear that interest rate has risen dramatically (1080 million) This analysis has demonstrated that The Ann hotel took many effective measures and plans to invest greater resources and useful activities to improve revenue Indicators of total business including working capital and fixed capital increase, fixed capital with the amount of 70% According to figures above, it is obvious that the effectiveness of management, allocation of capital, resources and property has been improved continuously Evaluating the advantages - disadvantages in the business of The Ann hotel Advantages : Firstly they have reasonable management policies are the outstanding advantage at The Ann which enables The Ann to expand business operation easily The hotel always has remuneration policies and rewards for talented staffs to encourage them in dedicating for The Ann In addition, professional Human Resources is also the greatest strength at The Ann Staffs have professional qualifications , good experience, English proficiency, open and friendly attitude As a result, business plans always change seasonally to encourage customers and increase sales More importantly, favorable geographical location, in the heart of Hanoi capital, convenient transportation and Floors and of the hotel facilitate customers to enjoy hectic Hanoi nightlife Last but not least, The Ann hotel belongs to M&C TRADE CO.,LTD with long experience of operation and good brand name which creates belief for clients Therefore, The Ann hotel draws the attention from the social media, achieves stable position in tourism – hospitability sector Limitations : The hotel only works in small and medium scale with limited sources, no ability to pay for expenditures occurred with large cost Sometimes, the hotel lacks some certain positions leading to phenomenon of changing the human resourses from this department to others without taking care of qualifications and expertise In fact, costs to pay for staffs 16 are insufficient, it is quite difficult to motivate staffs to work effectively Besides, the price of rooms in The Ann hotel is higher than the average price on the market Many hotels in Hanoi market operate at moderate and reasonable price with good quality service As a result, it puts competitive pressure on The Ann Communication, advertising, promotion on the website and social media have not been promoted widely and professionally on some important channels 2.5 Evaluation of the use of English in business 2.5.1 The use of English at The Ann As a company operates in the tourism – hospitality sector, as well as other hotels, The Ann have to work with tourists from many countries using different languages, including English English is major foreign language used mainly at The Ann hotel According to the recruitment process of The Ann hotel, it focuses on the work of the interview through English, checks the qualifications related to English Most hotel staffs have quite good English, use English fluently In daily transactions, English is also widely used at The Ann hotel and mainly deals with foreign customers These transactions are primarily related to reservation, payment and phone calls about hotel services Staffs’ English proficiency of workers is very high In addition, English is also used frequently in business correspondence, emails between The Ann hotel and foreign partners Staffs in the departments who not specialize in English such as the Department of Finance and Accounting, Marketing, HR have good English skills Staffs in these departments are recruited to the company have to check English proficiency 2.5.2 Limitations They have no maximum exploitation of the potential of staffs in using English in some departments such as finance – accounting, HR, Marketing – sales, etc Most of staffs are not able to master specialized English In fact, they have no capacity to use professional English of hospitality sector A number of senior staffs are bad at English skills creating some barriers in transactions with foreigners Actually the reception staffs have some barriers in terms of English listening skill with some customers coming from Japan, South Korea, India It is difficult for them to implement some exchanges on price, time, services at hotel Many employees in some departments such as Security, Housekeeping, Reception can not use English sometimes causing some terrible problems when they want to solve problems with the clients 17 2.5.3 Some solutions to improve the use of English in the working environment They should organize some regular training programs of specialized English for the entire staffs, especially new staffs in the hotel Putting stress on operating and using English in the work of some divisions such as Accounting – Finance , Human Resources and Sales – Marketing is important task for hotel More importantly, the process of recruiting, interviewing should have clear procedures and details to accuratelyevaluate English ability of staffs, especially the reception division They mus have the rewarding policy, increasing the wages for employees who have the good qualifications and ability to use English well in the workplace This policy is aimed at motivating and encouraging employees to work and improve professional English It is important to create more opportunities for staffs from the departments to interact directly with foreign clients in the trading activities in order to increase the reflectivity of English to staffs in terms of English listening skill from many different countries for employees 18 PART 3: THE ANN HANOI’S EXISTING PROBLEMS 3.1 Existing Problems in Hotel’s Human Resources 3.1.1 Advantages When it was founded, The Ann Hanoi hotel had only 15 employees collaborating and working at the hotel After the significant development process, the current number of employees has reached more than 78 employees and dozens of collaborators in departments With a strong workforce, it is getting improved in both quantity and quality, The Ann Hanoi commits to provide customers with the best services Staffs at the hotel mostly graduated from universities and colleges majoring in tourism and hospitality sector The most significant advantage of the hotel's workforce is the ability to use foreign languages, especially English 3.1.2 Limitations The major difficulty of The Ann is to evaluate accurately the capacity of business collaborators because they not work directly at the hotel, but only via email, website The level of the main collaborators is assessed by revenues, customers making it difficult to assess the ability and attitude to their real work Young staffs lack experience being an issue of concern Compared with other hotels in Hanoi capital, The Ann’s staffs have not yet experienced because of the short operating period Departments , divisions and employees still operate independently, lack coordination among departments in order to capture information and operate professionally and efficiently 3.1.3 Some solutions to enhance the quality of human resources The first and the most important thing is to prioritize the development of high quality human resources in terms of information technology, tourism and hospitality sector Taking priority to recruit experienced staffs working in this field Next, The Ann hotel should also have strict and suitable management policies for collaborators through business result and training In addition, The Ann should impose policies to support talents and attract experts, high qualified staffs to develop new areas with higher profits such as cuisine , travelling service, transportation in Hanoi The Ann also needs to develop and promote training, professional education and facilitate employees to participate in seminars and conferences in order to develop and update their knowledge 19 At the same time, they need to organize frequent cultural exchanges for staffs among departments to increase solidarity and close cooperation in the hotel 3.2 Business operation 3.2.1 Advantages: With the effective management system and operating process, business operation takes place easily and activities were implemented well In reality, The report of business in quarter shows us the revenues and profits which continued to grow through the stages Thereby it is clear that The Ann hotel is growing in the field of tourism and hospitality in Hanoi Over the period of operation, The Ann has also received the attention, collaboration with agencies operating in related areas including Hanoitourist, Techcombank, Mytour Vietnam Ltd, Newway Hanoi ,etc Thanks to the active collaboration between The Ann and other organizations, revenues and The Ann’s brand have been improved on the field of tourism - hospitality The Ann has gained standards of a four- star hotel with the system of facilities , equipment and the most modern operation by only a short time, professional working style and enthusiasm Because of the advantages of equipment, modern space comes with preferred rates for our customers The operation always follows the orders, disciplines and production business developed in the stable market and create the belief for our customers Organizing activities and management is strengthened and perfected to create cost savings and quality of customer service Working culture creates the hotel's friendly atmosphere and enthusiastic style of work, solidarity and unity of the whole operation Thanks to these cultural values, the hotel always gets the trust of customers in a professional working style 3.2.2 Limitations Research and market exploitation still face many restrictions There are many potential markets The marketing strategy has not been effective to attract and expand the market The Ann's main market is familiar customers with close relationship Some parts are also revealed many shortcomings in the management process, especially F&B division encountering many difficulties in managing the food at the hotel due to overwhelming demand in the summer season 20